No matter what you sell or what industry you’re in, you’re going to experience negative word of mouth.

You know, those customers who are expressing their complaints on social media.

It just happens.

Things break, problems come up and employees have bad days. But it’s how you handle it that separates you from everyone else.

Remember: Negative word of mouth is an opportunity.

A great response strategy can convert angry and upset customers into loyal, raving fans. The rule of thumb is that while unhappy customers talk to 5 people, formerly unhappy customers you win back talk to 10.

So get out there and embrace the negativity. Start responding. Here are 10 steps you can take to stop the negative, earn new fans and generate a ton of respect.